TECHNICAL ACCOUNT MANAGER (TAM)
Salary: c£25k + benefits, see below
Our Client is looking for a Technical Account Manager to join their 2nd line support team to help in their ambition to deliver top class connectivity products and solutions to customers in the transportation market.
This is a very customer-facing role with the responsibility to keep the customer’s solution functioning and being proactive when it comes to finding trends and faults with the customers’ products/solutions. There is a heavy focus on learning the ins and outs of customers’ fleet, network and requirements as part of the role.
The successful candidate will be responsible for all client communication of a technical nature. They will be supported by a team of technical experts to assist with resolving issues.
The position is primarily based in Chatham, Kent. Some travel to customers both in the UK and overseas will be necessary from time to time. Occasional travel to the Group HQ in Gothenburg, Sweden for training and meetings is also required.
The role includes: • Responsibility for all technical communications with customers including (but not limited to) Support Tickets, Conference Calls and Face to Face meetings/presentations • Responsibility for proactive monitoring and fault finding on network equipment on key customers’ fleets • Undertaking some troubleshooting against known issues before handing the issue over to a technical expert • Managing escalations to 3rd line for unresolvable issues and championing bug fixes for customers • On Site support for network testing and analysis • Responsible for supporting & training Sweden based 1st line support team and keeping all customer/network information up-to-date on the internal wiki • Assisting with software testing of new firmware releases.
You will have the following skills/knowledge:
(Essential) • Experience of working in an IT support environment in a customer facing role • Intermediate to Advanced data analysis skills utilising MS Excel / Google Sheets • Experience of presenting analysis and report findings to Senior Management.
• Good technical aptitude to help with describing faults to technical experts • Strong team player with good work ethics, excellent interpersonal and communication skills • Highly organised self-starter with the ability to prioritise workload to deliver high quality results to demanding timelines • Able to travel within UK and rest of Europe when required and ability to work unsocial hours when required (Desirable) • Experience in working within the WiFi or passenger transport industries • Basic knowledge of Linux based operating systems • Experience working with IP based networks • Knowledge of the mobile network landscape and technologies used in the UK and Europe • Experience of working within an ITIL environment • Ability to speak a 2nd European language a bonus, especially German, Italian or Dutch.
In return we will offer you: • A competitive salary • An excellent team-focused working environment • An opportunity to be a part of a truly innovative and fast growing market • A chance to make your mark on the future of technology for transport • An extremely flexible, fun and varied schedule • 25 days annual holiday per calendar year • £200 annual Gym membership contributions.
Interested? Send your CV quoting the job role to firstname.lastname@example.org or email@example.com
TECHNICAL ACCOUNT MANAGER (TAM)